Abstract
Background: Health of a nation lies in hands of its people. India harbours a huge load of thalassemia , the fatal yet preventable condition, in various forms. Haemoglobin E has prevalence of 3-10% in West Bengal and is believed to be harboured mostly by Rajbanshis, who form majority of the local population in this terrain. Hence effective utilization of services provided is of utmost importance. Satisfaction of clients determines optimum service utilization, an indicator of effective health outcome and desirable health indicators. Accountability, accessibility, availability and sensitivity to felt needs of community by health staffs engaged in service delivery ensure satisfaction among beneficiaries. Thalassemia control unit (TCU) is a state government endeavour which aids in case and carrier detection through screening programs and there further management. The objectives of the study were to assess client satisfaction among beneficiaries regarding various aspects of services provided to them at TCU and resolve issues with managerial skills. Methods : Study was conducted in TCU of North Bengal Medical College for six months. Study subjects were selected by systematic random sampling technique pertaining to study criteria. 120 beneficiaries were studied. Predesigned, pretested schedule adapted from CSQ8 Questionnaire was applied and exit interview was done. Satisfaction of clients in different components was assessed and means scores compared. Health staffs were also interviewed. Results: Among selected beneficiaries 40 were known to health staffs at clinic. Majority were adults, Hindus, females and illiterates. Satisfaction level regarding different components varied among respondents. Significant difference was noted among two groups of respondents regarding behaviour of staffs at the clinic. Managerial issues were addressed after prioritization and categorization. Conclusion: Satisfaction levels varied for different components among respondents. Significant difference was noted regarding behaviour of staff to known beneficiaries .Various issues existed which were neglected but could be addressed with managerial skills. Appropriate health education and sensitive interventions may prove beneficial. However, a larger study with more representative sample is warranted. DOI: 10.21276/AABS.2017.1309
Highlights
Client centred, need based, demand driven services are strongly interwoven between service providers and beneficiaries. They need to work in unison and develop mutual trust and accountability to ensure appropriate service delivery, adequate service utilization, effective health outcomes and desirable health indicators[1]
Hemoglobin E has a prevalence of 3-10% in West Bengal and is believed to be harbored mostly by Rajbanshis, who form the majority of the local population[2]
Present study concludes that satisfaction levels among the respondents vary
Summary
Client centred, need based, demand driven services are strongly interwoven between service providers and beneficiaries. They need to work in unison and develop mutual trust and accountability to ensure appropriate service delivery, adequate service utilization, effective health outcomes and desirable health indicators[1]. Hemoglobin E has a prevalence of 3-10% in West Bengal and is believed to be harbored mostly by Rajbanshis, who form the majority of the local population[2]. Haemoglobin E has prevalence of 3-10% in West Bengal and is believed to be harboured mostly by Rajbanshis, who form majority of the local population in this terrain. Accountability, accessibility, availability and sensitivity to felt needs of community by health staffs engaged in service delivery ensure satisfaction among beneficiaries. The objectives of the study were to assess client satisfaction among beneficiaries regarding various aspects of services provided to them at TCU and resolve issues with managerial skills
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